MB-230 Extend Customer Service Practice Question
You are extending a Customer Service workspace by adding a custom session template. The template must open a specific model-driven app page alongside a customer summary and a timeline. Which component should you configure to define the tabs and their order in the session?
⚠ Common exam trap
Candidates often confuse routing components, which determine work distribution, with session templates, which define the visual workspace layout.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Session template record with associated tab records
Session templates in Customer Service workspace specify the tabs and their order for a given session type. By creating a session template and adding tab records, you control exactly which pages (such as a model-driven app page, customer summary, and timeline) appear and in what order, providing a tailored agent experience.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Power Apps component framework (PCF) control for session layout
Why it's wrong here
PCF controls are used to create custom UI components for forms, views, and dashboards. They cannot define the overall session template or tab structure in Customer Service workspace. While a PCF control could be embedded within a tab, it does not manage the session's tab configuration.
- ✗
Unified Routing rule set with a custom workstream
Why it's wrong here
Unified Routing rule sets determine how work items are routed to queues and agents. They do not control the visual layout of sessions or the tabs presented to an agent. While workstreams can influence which session template is used, they do not define the tabs themselves. This option confuses routing configuration with UI configuration.
- ✓
Session template record with associated tab records
Why this is correct
In Customer Service workspace, a session template defines the layout of a session, including which tabs appear and their sequence. Each tab is represented by a session template tab record that references an app page, entity form, or custom page. This is the correct component to configure the desired agent experience with multiple tabs.
- ✗
Custom channel with a pre-chat survey
Why it's wrong here
A custom channel and its pre-chat survey are used to capture information from customers before a conversation starts. They are unrelated to the session template that dictates the agent's workspace layout. The channel configuration does not determine which tabs are opened for an agent during a session.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Microsoft exam blueprint
This MB-230 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-230 exam.